Tech Support Services Analyst

**WHAT WILL YOU DO?**
- Monitoring and categorizing incoming calls and chats analyzing frequently-asked questions and defining procedures.
- Tech Support Services analysts are the first point of contact for internal employees supporting their technical needs
- Resolve Level 1 technical issues
- Escalate Level 2 support teams.
- Evaluating the efficiency of new tools and utilities, used for service desk services.
- Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.
- Ensuring employees receive excellent support during their engagement.
- Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony and remote access.
- Will be supporting employees by Chat and Calls.
- Excellent communication skills both verbal and written are required. Must demonstrate professionalism along with an upbeat cheerful pleasant manner.

**Hours of Work**:

- Our desk is open 365 days a year, 24 hours a day. Including Statutory Holidays.
- Must be able to work 37.5 hrs a week. Days, Nights and Weekends.
- ** This is a Work From Home position.**
- Require a quiet and secure space within your home to perform your role
- Strong Internet/Wifi connection required

Additional Job Description

**What do you need to succeed?**

**Must have**
- Excellent communication skills both oral and written
- Previous Customer Service Experience
- Strong analytical and technical disposition
- Client first mindset

**Nice to have**
- Bi-lingual
- Previous Service Desk Experience
- Microsoft certifications
- Knowledge of ServiceNow, Software Center
- VPN and RSA experience/knowledge

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work

LI - Post

**Job Skills**

Critical Thinking, Customer Service Management, Group Problem Solving, Help Desk Support, Installation Support, IT Standards, Requirements Analysis, Technical Troubleshooting, Time Management

**Additional Job Details**

**Address**:
7101 AV DU PARC:MONTRÉAL

**City**:
Montréal

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
TECHNOLOGY AND OPERATIONS

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2025-10-06

**Application Deadline**:
2025-10-17

**I**nclusion** and Equal Opportunity Employment**

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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